Customer Success Manager

March 7

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

🧀 Wisconsin – Remote

Although this job is listed in Wisconsin, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

Apply Now

Receive Emails with Similar Jobs

ECP

WebsiteLinkedInAll Job Openings

ECP is a company that provides comprehensive software solutions for assisted living and long-term care communities. Their offerings include community management systems, electronic medication administration records (eMAR), electronic health records (EHR), care plans, customer relationship management (CRM), and billing software. ECP's services are designed to improve the workflows for assisted living, independent living, memory care, intellectual and developmental disability support, pharmacies, and group homes, ensuring better care and operational efficiency. The company is recognized for integrating seamlessly with pharmacy partners and offering a user-friendly platform that supports care providers, owners, and operators, caregivers, nurses, and other personnel in these communities. ECP is trusted by thousands of senior living communities across the United States and beyond.

Electronic Medication Administration Records (eMAR) • Electronic Health Record (EHR) • Pharmacy Sync • Care Plan • Assessments

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

📋 Description

• ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. • We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. • Senior living is deeply under-penetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. • Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers. • We are looking for a Customer Success Specialist to drive the creation and implementation of programs to drive strong engagement with the ECP customer base. • This is a new role we’re creating, which will have a meaningful impact on how we partner with our customers as we continue to grow. • Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle. • Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities. • Hold QBRs with key stakeholders, prevent churn and improve on renewals. • Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges. • Establish yourself as a trusted advisor to foster long-term partnerships, and work with secure stakeholders. • Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI. • Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives. • Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth. • Take client satisfaction to the next level by acting as your clients' internal advocate. • Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams. • Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns. • Work with the product team to provide customer feedback to improve our product. • Work with customers to develop new case studies and other sales and marketing resources. • Maintain and improve customer success tools, processes, and workflows to drive operational efficiency and effectiveness.

🎯 Requirements

• Bachelor's degree required • Experience with SaaS products or technology in a customer-facing role or marketing role • Strong empathy for customers and passion for revenue and growth • Experience working in fast-paced growth environments • Proven success in client growth, retention, and satisfaction, and effectiveness at leading and facilitating executive meetings and managing client expectations • Excellent storyteller using data and best practices, as well as an attentive listener • Solution-oriented attitude, attention to detail, resourcefulness, and a strong ability to multitask • Superior internal/external customer service and strong collaboration skills • Early adopter of tools to streamline workflows • CRM experience (HubSpot preferred) • Ability to craft written and visual materials in alignment with company brand guidelines and tone • Proven problem-solving abilities and a solutions-oriented mindset • Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities